Service Level Agreement

EducationXR commits to 99.5% Uptime for Enterprise plan customers and above. Organizations experiencing shortfalls may file claims for Service Credits applied to future account use.

Current uptime data is available at the EducationXR Status page.

Downtime Definition

The system measures unavailability monthly using server monitoring, error rates, ping tests, web server assessments, TCP port checks, and website monitoring.

Excluded from downtime calculations:

• Feature-specific slowness issues
• Third-party or external application problems
• Pilot, alpha, beta, or similar products
• External network issues outside reasonable control
• Scheduled maintenance windows

Uptime Commitment

The formula used:

(total minutes in month – Downtime) / total minutes in month > 99.5%

Scheduled Maintenance

Maintenance requires minimum 48-hour advance notification. Annual scheduled downtime cannot exceed 20 hours total.

Service Credits

When commitments are missed, credits equal 10 times the amount that the organization paid during the period EducationXR was down.

• Credits cannot convert to cash
• Credits cap at 30 days of service
• Credits require current invoice payment status
• Credits expire upon contract termination

Policy Updates

This agreement may evolve as business circumstances change. The current version is always accessible on this page.

Contact

For questions about our SLA or to report an issue, please contact us at support@educationxr.com.